SERVICE QUALITY MODELS AS CUSTOMERS SATISFACTION TOOLS

Stefan-Alexandru Catana and Sorin-George Toma
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Stefan-Alexandru Catana: FACULTY OF BUSINESS AND ADMINISTRATION, UNIVERSITY OF BUCHAREST, BUCHAREST, ROMANIA
Sorin-George Toma: FACULTY OF BUSINESS AND ADMINISTRATION, UNIVERSITY OF BUCHAREST, BUCHAREST, ROMANIA

Annals - Economy Series, 2021, vol. 5, 241-245

Abstract: In a competitive world, where companies must satisfy their customers to improve profitability and market share, a service quality measurement is an efficient tool. In the last years, there was a debate on service quality and it has led to the elaboration of numerous research papers and descriptive models. The paper aims to present a review of the most three important service quality conceptual models, over time, which are the basis of other models. The authors employed a quantitative research method based on collecting, analyzing, and synthesizing quantitative information from numerous secondary data sources. The article presents the following service quality model: Grőnroos’s Model, SERVQUAL and SERVPERF, highlighting their main dimensions.

Keywords: Service quality; models; customer satisfaction; services marketing; review (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:cbu:jrnlec:y:2021:v:5:p:241-245

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